Tren dan Metodologi Terkini dalam Studi Kualitas Layanan di Institusi Pendidikan Tinggi: Sebuah Analisis Sistematis 2020-2024

Johan Alfian Pradana; Alifah Nur Astari; Putut Ade  Irawan

Authors

Johan Alfian Pradana Magister Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Adhi Tama Surabaya, Surabaya, Indonesia Author
Alifah Nur Astari Teknik Industri, Fakultas Teknik, Universitas Widyatama, Bandung, Indonesia Author
Putut Ade Irawan Magister Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Adhi Tama Surabaya, Surabaya, Indonesia Author

Keywords:

Efisiensi Layanan, Kualitas Layanan, Kepuasan Mahasiswa, E-learning, Statistik Modeling, Perguruan Tinggi, Protokol PRISMA

Abstract

This research explores the role of industrial engineering in improving efficiency and service quality in the higher education services sector. Industrial engineering is applied to optimize operations such as classroom management, lecture scheduling, and use of physical resources. This implementation also involves developing strategies to improve administrative efficiency, including the student admissions process and financial management. An industrial engineering approach helps colleges manage student growth, increase retention, and ensure efficient use of resources. This research emphasizes the importance of service quality and adaptation to new trends such as e-learning. The document search process using the Emerald Insight database with the PRISMA protocol produced 22 relevant documents which were analyzed using VOSviewer. The results of the analysis reveal that service quality at higher education institutions plays a central role in influencing student satisfaction and perceptions of academic excellence. Data visualization shows that “service quality” and “student satisfaction” are the dominant topics in the literature. These findings confirm the dominance of statistical modeling as the main method in research related to service quality. This study provides an empirical basis for policy makers to develop effective strategies in managing education services and encourage innovation in education service management

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